Hello,
I'm experiencing an issue with the Zendesk platform. Could you please provide a potential solution, and also share the reasons behind this error?
Thank you.
The ticket you are trying to open is not visible to the agents in your groups
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This error is usually experienced when a user who has limited ticket access, tries to access another ticket. Usually a ticket from a different org, groups, or assignee. To illustrate. If your ticket access is limited to tickets within your Support Group, if you try to access tickets from the Sales group, you'll get this error.
Nonetheless, if you think that you should have access to this ticket but still getting the error, please don't hesitate to initiate a conversation with us so we can further check this for you!